Iberostar Waves Paraiso del Mar

Our experience at Iberostar Paraíso del Mar was extremely disappointing, particularly because of how my pregnant wife was treated by the staff.

While having lunch at the buffet, my pregnant wife was told by a staff member named Brenda that she could not sit under the fan. When we questioned this, we were told, “This is the Caribbean.” We found this response extremely dismissive and inappropriate, especially when speaking to a pregnant guest who was simply trying to be comfortable while eating.

We brought the situation to Guest Services, where we spoke with Wendy. Rather than addressing our concern or offering a reasonable solution, we were essentially told that because Brenda was working that day, we could simply eat at the snack bar instead.

This was incredibly frustrating. We chose this resort expecting a comfortable and family-friendly environment, and we did not expect a pregnant guest to be treated this way or made to feel that she had to change where she ate because of a staff member's attitude.

The issue was not simply about sitting under a fan, it was about how the situation was handled and the lack of empathy and customer service afterward. Families, especially those travelling with young children or pregnant guests, should feel welcomed and accommodated.

Unfortunately, based on this experience, we would not recommend Iberostar Paraíso del Mar to families. Management should seriously review how these situations are handled and how staff communicate with guests.

We stayed for two weeks in August and I'm looking to book again for next year. The hotel was fantastic. Absolutely no issues getting a sun lounger at any time of the day.

My kids adored Star Camp (kids club) and asked to go day after day. Special thanks to Brandon who my son really bonded with. The communications were great, updates via WhatsApp.

The food... The food was next level delicious. There are so many restaurants to choose from but honestly the buffet schedule was so varied that we didn't dine at the bookable restaurants for the second week.

The staff at this hotel worked so hard! The ground staff, gardeners, housekeeping, cleaning crew, wait staff, bar staff, kids club and pool cleaners were all amazing. The room was good, we had everything we needed.

This hotel doesn't have single use plastics and really seems to care about its impact on the environment. The kids club show had a special segment on saving the planet.

We had an issue by the pool with guests blasting music on portable/personal Bluetooth speakers and reported them on the app, which was dealt with swiftly.

The beach was beautiful, yes, it had sargassum but it's natural and the hotel staff work hard to keep the beach clean.

The resort shops are expensive but it's similar in so many of these type hotels. The shopping centre came to life on an evening.

My son ended up with an ear infection so we visited the clinic on the resort which was swift and efficient healthcare, a blessing to be so close to somewhere medical.

So many of the wonderful staff made our stay special and I didn't catch everyone's name but thanks to those who I did; Edgar - you're the best - and Alejandro from the pool bar, Brandon, Valeria and Sugely from Star Camp, Samuel from the restaurant, Ignatio the train driver. I missed the name of the other awesome train driver who always had a smile on his face and a cheery word.

I've probably missed something out but honestly wouldn't hesitate to rebook or recommend this wonderful hotel.

This makes our 1st time at the Paraiso Del Mar although we have been next door at the Beach 3 previous times. It is basically the same resort with the pool and restaurants being shared between the two of them. As usual the staff was fantastic with them always saying hello and asking if we needed anything. The pool was always clean and the lounge chairs were in great shape. The grounds of the hotel are always maintained well with workers always cleaning or trimming bushes. The thing we wish they would do is have the trams come more often. We had to walk all the way from the beach to eat in the front almost every day .We wanted to mention a few of the people that made our stay so great. It always starts with one of the nicest persons you would ever want to meet. His name is Chef Octavio. He always goes out of the way to make sure that the food is great and that the presentation is first class. He will help you with any allergies you might have although the only allergy we have is not having enough of the fantastic mole !!! I know he does not do it alone and that means a big thank you to all the rest of the food staff. Our room was perfectly cleaned by the room attendants Jose and Pedro. They did a great job of keeping the beds cleaned and the sheets changed and the place spotless. There supervisor was Aida and she was always around to make sure that the room was up to both their and our standards. Great job to Aida and her staff!!!. Another person who did fantastic was Luis at the lobby bar in the evening. He is by far the best bartender that we have ever had there in our four visits. The small problem that we did have was handled quickly and efficiently by Susanna. She is by far the best manager that we have ever had the pleasure of meeting. She is such an asset to the Iberostar team. We know that one day she will be the manager of the entire hotel because she is that good !!!